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SupportWorld Live Schedule 2024

HDI's SupportWorld Live provides inspirational sessions that matter to you, with high-quality speakers and more practitioner-led case studies than ever, this conference is sure to educate and inspire you.

You can find specific sessions by checking the conference tracks and/or conference pass types on the left hand side below. Check back frequently, information is added weekly! Click on session titles for full session descriptions. All times noted are in MST.

Session 203: Past, Present, and Future: The Digital Transformation of the Boeing Enterprise Help Desk

Angie Tobin  (Enterprise Help Desk Product Manager, Boeing)

Emma Kuntz  (Virtual Agent Product Manager, Boeing)

Location: Room 104

Date: Tuesday, April 30

Time: 11:30 am - 12:30 pm

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass - Get your pass now!

Track : Achieving Service Excellence, Evolving the Customer and Employee Experience

Session Type: Case Study

Vault Recording: TBD

Audience Level: Fundamental

In this session, Angie Tobin and Emma Kuntz will take attendees on a deep dive into The Boeing Company's past, present, and future journey toward delivering exceptional customer service and improving overall operational efficiency. Learn how they're building on past achievements -- such as implementing multiple channels (including self-service), launching a gamification program, and executing an enterprise-wide unified branding strategy -- by embracing emerging technologies, like generative AI, analyzing data trends to identify opportunities for leveraging emerging tech, and partnering with customers to fully understand their support needs and increase adoption of digital support methods. Walk away with tips you can use in our own organization to maximize value and productivity.


• How to deliver exceptional customer service
• Analyzing data trends to identify key areas for leveraging GenAI
• How to partner with customers to understand support needs and increase adoption of digital support methods